NIMC Launches New Service Charter to Boost Service Delivery by 30%

The National Identity Management Commission (NIMC) has unveiled a new Service Charter aimed at improving service delivery by 30% within the next year. This strategic initiative is designed to enhance the efficiency, accessibility, and transparency of Nigeria’s identity management system, aligning with the country’s National Digital Economy Policy and the Renewed Hope Agenda.

The official launch took place in Abuja on Tuesday, where the Director-General of NIMC, Dr. Abisoye Coker-Odusote (represented by Mr. Elias Okafor, Director of the Inspectorate and Enforcement Unit), emphasized the commission’s commitment to significantly improving the user experience for millions of Nigerians.

Reducing Waiting Times and Enhancing Efficiency

Dr. Coker-Odusote explained that one of the charter’s core goals is to reduce average waiting times for National Identification Number (NIN) enrolment and card issuance by at least 30% over the next 12 months.

“The charter is anchored on four key principles, including efficiency, transparency, accountability, and citizen-focused service delivery,” she noted.

In the past two years, NIMC has:

Increased NIN enrolment by 49%
Deployed over 6,000 functional enrolment centres nationwide, including in remote rural areas
Reduced enrolment-to-NIN issuance time through digital process optimization
Integrated its system with over 40 partner agencies, including banks, telecommunication operators, immigration services, and pension administrators.

You can locate your nearest NIMC enrolment centre via the official NIMC website.

New Initiatives for Improved Public Service

The newly launched Service Charter introduces several citizen-friendly features, including:

Quarterly performance scorecards to track enrolment statistics, processing timelines, and service centre performance
Annual customer service and ethics training for all NIMC staff
Toll-free hotline for public inquiries and complaints
A Service Feedback Portal and in-centre kiosks to ensure complaints are resolved within 10 working days

These measures are designed to increase transparency and allow Nigerians to hold the commission accountable for service delivery standards.

Commitment to Digital Transformation

The digitalisation of NIMC’s operations has already yielded remarkable improvements. With real-time integration to critical sectors, identity verification has become faster and more secure.

The commission’s continuous investments in digital infrastructure aim to make NIN enrolment, data modification, and verification services more accessible. Nigerians can even update their NIN details through the NIMC Self-Service Modification Portal.

Public and Private Sector Partnerships

Dr. Coker-Odusote called on both public institutions and private sector partners to collaborate with NIMC to:

Improve infrastructure
Fund technological innovations
Ensure that identity services reflect the Nigeria we aspire to build

This collaboration is critical for sustaining the momentum towards a seamless, citizen-friendly identity system.

Stakeholder Reactions

Speaking at the event, Mr. Anthony Oshin, Acting National Coordinator of SERVICOM (represented by Mrs. Ngozi Akinbodewa), praised the Service Charter, which took three years to develop.

He highlighted that it serves as a guiding framework for NIMC staff, ensuring that performance is continuously monitored and that citizens experience tangible benefits from the reforms.